Customer Success Technical Specialist
New
US-based, East Coast required.Full-TimeEntry
Salary50,000 - 60,000 USD per year OTE
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Job Details
- Experience
- 1+ years
- Required Skills
- SalesforceTechnical supportCustomer SuccessZendesk
Requirements
- 1+ years of professional experience in SaaS support, customer success, or a customer-facing role.
- Hands-on experience working tickets and communicating with customers.
- Strong written and verbal communication skills.
- Comfortable working with a remote team across multiple time zones.
- Detail-oriented with ability to manage multiple priorities.
- Comfortable with public-facing tasks, video calls, and customer training.
- Familiarity with AI tooling and willingness to use it.
- Ability to work effectively in a small, fast-moving company environment.
- Capable of respectful disagreement and iterative feedback.
Responsibilities
- Own a queue of customer tickets, resolving issues and escalating thoughtfully.
- Manage and improve the AI support stack, reviewing performance and refining knowledge base.
- Become fluent in Guidebook's Builder CMS and product suite.
- Spot customer struggle patterns and report them to product and engineering.
- Build relationships with customers through ticket-based conversations.
- Transition into a CSM role to run onboarding, check-ins, and renewals.
- Identify account growth opportunities and partner with sales.
- Coordinate cross-functionally with product, engineering, and sales teams.
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